Payments & Billing FAQ

Category: Payments & Billing

Audience: Everyone

Find answers to common questions about Seeker payments, Specialist subscriptions, booking fees, refunds, and payouts.

Are WellPro Seeker accounts free?

Yes. Seekers can create and use a WellPro account without paying an account or membership fee.

Seekers pay only when they book a paid session with a Specialist.

Which payment methods can Seekers use?

Seekers can pay with:

1. Supported credit or debit cards
2. Afterpay, when available at checkout

Available options appear during checkout. Afterpay purchases are also subject to Afterpay’s eligibility requirements and terms.

When is a Seeker charged for a session?

Payment is collected when the Seeker confirms a paid booking.

A booking is not confirmed until the payment is approved.

How does Afterpay work with a WellPro booking?

Afterpay lets an eligible Seeker divide the purchase into scheduled payments. Afterpay manages the payment schedule and determines eligibility.

The full session price is still subject to WellPro’s cancellation and refund policy.

What is WellPro’s cancellation and refund policy?

For bookings paid through WellPro:

1. Cancel 48 hours or more before the session to receive a full refund.
2. Cancel 24 to 48 hours before the session to receive a 50% refund.
3. Cancel less than 24 hours before the session and the payment is not refunded.
4. Miss the session without attending and the payment is not refunded.
5. If the Specialist cancels, the Seeker receives a full refund.

The deadline is based on the scheduled session start time.

Where is a refund sent?

A refund is returned through the original payment method.

Card refunds are returned to the card used for the booking. Afterpay refunds are sent back through Afterpay, which updates the Seeker’s Afterpay account or payment schedule.

How long does a refund take?

After WellPro issues a card refund, it commonly takes approximately 5 to 10 business days to appear. The exact timing depends on the card network, bank, or card issuer.

Afterpay refund timing and installment adjustments can be checked through the Seeker’s Afterpay account.

What happens if a payment fails?

The booking is not confirmed.

Check the payment information and try again. You may also use another supported payment method. Contact

WellPro support if the payment continues to fail.

Avoid submitting several duplicate booking attempts while checking whether a payment succeeded.

How much does a Specialist subscription cost?

WellPro’s standard Specialist subscription options are:

1. $400 every three months
2. $1,400 every year

Applicable taxes may be added when required.

Do Specialist subscriptions renew automatically?

Yes. Quarterly and annual subscriptions renew automatically at the selected billing interval until canceled.

Specialists can manage their subscription under Manage Expert Profile → Business Settings.

What happens when a Specialist cancels a subscription?

Canceling stops the next automatic renewal.

The Specialist keeps access through the end of the period already paid for. WellPro does not issue a prorated refund for unused time during that period.

What happens if a subscription renewal payment fails?

Automatic payment retries may occur.

The Specialist’s public profile remains visible while those scheduled retries are pending. If all retries fail, the subscription becomes inactive and the public profile is hidden.

The Specialist can update the payment method under Manage Expert Profile → Business Settings.

How much is WellPro’s booking fee?

WellPro deducts 10% from payments retained for a Specialist through WellPro booking.

The 10% fee includes payment processing. Specialists are not charged a separate payment-processing fee.

Does the booking fee apply to late cancellations and no-shows?

Yes. The 10% fee applies to every amount retained for the Specialist, including late-cancellation and no-show payments.

If a Seeker pays $100 and cancels 30 hours before the session:

1. The Seeker receives a $50 refund.
2. $50 remains as the retained payment.
3. WellPro deducts a $5 fee.
4. The Specialist’s earnings are $45 before other applicable adjustments.

Does the booking fee apply to external bookings?

No. The WellPro booking fee does not apply when the booking and payment genuinely take place outside WellPro through an approved external booking option.

When are Specialist payouts released?

Eligible earnings are released after the 14-day session review period.

After release, the deposit time depends on Stripe and the Specialist’s financial institution.

Why might a Specialist payout be delayed?

A payout may be delayed because:

1. Stripe payout setup is incomplete.
2. Stripe requires more identity or business information.
3. Bank or tax information is incorrect.
4. A refund, cancellation, no-show, or chargeback is under review.
5. Professional verification or insurance has expired.
6. The account has a payment, safety, or compliance restriction.

Specialists should check Manage Expert Profile → Business Settings before contacting support.

How should I report a billing problem?

Contact WellPro support if:

1. A Seeker was charged more than once.
2. A refund amount appears incorrect.
3. A payment succeeded but the booking is missing.
4. A Specialist payout appears incorrect or delayed.
5. A charge is not recognized.
6. Subscription billing appears incorrect.

Include the email address connected to the WellPro account, the booking or transaction details, and a screenshot if available.

Never send a full card number, bank-account number, password, or card security code.

Related articles

1. How payments, cancellations, and refunds work
2. How Specialist subscriptions, booking fees, and payouts work
3. How to contact WellPro support and manage a support request